Week 8

Question 1

Why is it important for nurses to remain civil?

Answer 1

-Because nurses don’t always help each other in the way that they help patients -Incivility is extremely volatile -incivility increased the chance of bullying

Question 2

what is lateral violence?

Answer 2

-Nurse to nurse aggression -When a nurse overtly or covertly directs satisfactions towards another nurse

Question 3

What is incivility?

Answer 3

When rude behaviors are allowed to occur

Question 4

What type of behaviors does incivility perpetuate?

Answer 4

discourteous

Question 5

What type of environment does incivility create?

Answer 5

one that does not promote the individuals potential

Question 6

Incivility arises from……

Answer 6

The social interactions allowed by leadership

Question 7

What does lateral violence/incivility look like

Answer 7

-Gossiping -Lack of openness -Face-making

Question 8

What are the three A’s of civility?

Answer 8

-Acknowledgment -Authentic Conversations -Action

Question 9

How does incivility make someone feel?

Answer 9

-Lone -Sad -Scared

Question 10

What are the three main variables that can lead to incivility?

Answer 10

-Leadership -Culture -Inexperience

Question 11

How does leadership effect bullying?

Answer 11

Extreme and weak styles of leadership promote higher rates of bullying

Question 12

What is the outcome of incivility that is allowed to continue?

Answer 12

Bullying

Question 13

What happens to the nursing profession if bullying is allowed to continue?

Answer 13

-Decreased job satisfaction -Decreased quality of patient care -Decreased physical and mental health of the RN -Increased turnover rates -Harm to the reputation of the profession

Question 14

Group ____ is a strong predictor of nurse retention and work satisfaction

Answer 14

Cohesion

Question 15

Nurses who experience occupational burnout are more likely to _____

Answer 15

Abuse other nurses

Question 16

What are the four categories of incivility intervention?

Answer 16

-Workplace relationships -Communication -Empowerment -Environment

Question 17

What accronym is used for negative workplace relationship intervention? What does it stand for?

Answer 17

CREW Civility Respect & Engagement in the Workplace

Question 18

What are some aspects of CREW intervention?

Answer 18

-Use direct conversations -New ways of interacting -Move away from established patterns -focus on employee ownership -Be active not Passive

Question 19

What intervention should be used for negative workplace communication?

Answer 19

-Use cognitive skills vs. reactive approach -Interrupt negative communication before more negativity is created

Question 20

What is the cognitive rehearsal technique (CRT)

Answer 20

-Create a “mental plan” in response to an uncivil situation so you can react in a positive way instead of reacting blindly and possibly

Question 21

What percentage of new grad nurses experience burnout due to a dis-empowering work environment?

Answer 21

66%

Question 22

What intervention should be used for disempowerment?

Answer 22

Use the Structural empowerment model

Question 23

What are some aspects of the structural empowerment model?

Answer 23

-Accomplish your work in meaningful ways -Communicate and share your goals -Support and recognize autonomy -identify your opportunities and ways to advance

Question 24

What intervention should be used for a negative work environment?

Answer 24

Positive Behavior Support (PBS)

Question 25

What are some aspects of positive behavior support?

Answer 25

-Create and preserve a safe environment -use different behaviors while communicating -interact in ways that are positive instead of negative

Question 26

Who originated the term "therapeutic use of self"?

Answer 26

Hildegard Peplau

Question 27

What is the grounding for therapeutic use of self?

Answer 27

The traditional nures-patient relationship

Question 28

What are the three phases of the traditional nurse-patient relationship?

Answer 28

-orientation:introductory phase -Working:address tasks -Termination:Therapeutic end to relationship

Question 29

Positive feelings during the termination phase are often about \_\_\_\_\_

Answer 29

the gains made

Question 30

What does the older model of nurse-patient relationship assume?

Answer 30

that the relationship is linear, incremental, trusting, and cooperative

Question 31

What is considered the more relevant model of the nurse patient relationship?

Answer 31

Patient-Centered Care (PCC)

Question 32

What three things does PCC depend on?

Answer 32

-Alleviating patient vulnerabilities -Therapeutic engagement -Communication as the primary instrument

Question 33

What are the for main criteria for successful communication?

Answer 33

-Feedback -Appropriateness -Efficiency -Flexibility

Question 34

What is feedback?

Answer 34

When a receiver relays to a sender the effect of the senders message

Question 35

What is Appropriateness as a criteria for successful communication?

Answer 35

When a reply fits the circumstances and matches the message

Question 36

What is efficiency as a criteria for successful communication?

Answer 36

When the speaker uses simple, clear words that are timed at a pace suitable to participants

Question 37

What is flexibility as a criteria for successful communication

Answer 37

When the speaker bases messages on the immediate situation rather than preconceived expectations

Question 38

What three things can be done to become a better communicator?

Answer 38

-Listen well -Convey Empathy -Ask open-ended questions